VP, Consumer Electronics Care & AI Service Strategy

Bzpp; United States; On-site; USD 180,000 - 280,000; Full time

Job summary

Samsung Electronics America is seeking a senior leader to own the end-to-end Consumer Electronics customer service experience across a nationwide network. The role encompasses strategy, network development, training, safety, scheduling, and coordination with over 40 BPOs, with expansion into spare parts supply chain and logistics in 2027.

The ideal candidate will hold a bachelor’s degree with extensive service-industry experience, demonstrate strategic thinking, and lead large teams while

Qualifications

• Bachelor’s degree in a relevant field and 20+ years in the service industry.
• Strong knowledge of CE service business including repair network management, contract negotiation, industry trends, service and customer relationships, supply chain, budgeting, team management.

Responsibilities

• Maintain a high level of relationship with internal/external customers and partners to ensure Care procedures are accountable and transparent.
• Drive AI solutions through internal and external solutions.
• Manage Engineering and Quality teams to monitor and drive product and repair quality and innovation in repair to support expansion of repair offerings to all channels.
• Act as escalation point for all Retailers, B2B Customers, BE’s, ASC’s, CE Sales team.
• Support Readiness process for all new product introductions and new services across CE.
• Drive Blue Ribbon and Care + solutions across CE.
• Develop and lead implementation of long-range and annual strategies for CE Care, including Repair Network, Care Awareness, Process innovation and Partner strategy.
• Manage merit, MBO, promotion, necessary hiring, reduction and organization enhancement for entire CE Care organization.

Skills

CE service management

Vendor negotiation

Team leadership

Strategic planning

Relationship management

Education

Bachelor's degree

Tools

BPO management systems

CRM systems

Job description

Samsung Electronics America is seeking a senior leader to own the end-to-end Consumer Electronics customer service experience across a nationwide network. The role encompasses strategy, network development, training, safety, scheduling, and coordination with over 40 BPOs, with expansion into spare parts supply chain and logistics in 2027.

The ideal candidate will hold a bachelor’s degree with extensive service-industry experience, demonstrate strategic thinking, and lead large teams while